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Added 13 mins ago
J
Senior AI Engineer, Marketing
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Canada
- Full-time
Build AI-powered lead qualification and scoring capabilities using signals such as product usage, learning activity, website behavior, intent data, and company information.
Added 13 mins ago
NM
Directeur(trice), Maintenance / Director, Maintenance
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- Full-time
…reliable and safe at the best possible lifecycle cost. You’ll also lead one of the most exciting challenges in mining today: transitioning the fleet from diesel to…
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BR
Inside Sales Account Manager
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- Full-time
The position requires strong product knowledge and market awareness to position solutions, support customer decision-making, and identify opportunities for account growth. By working…
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BF
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…contractors on exciting projects worldwide, offering a comprehensive product line that includes crane-mounted lead systems, reverse circulation rock-drilling systems, and diesel…
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CM
Vice President, Sales and Business Development
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- Full-time
Analyze market data/insights, customer/industry trends, and internal metrics to identify optimal customer segments, product offerings, and market opportunities
Added 13 mins ago
TS
Category Manager
The Stevens Company
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…with cross-functional teams and suppliers to ensure that our product offering meets market demands, supports business objectives, and delivers cost-effective solutions to our Canadian…
Added 13 mins ago
I
Inside Sales Representative
Inkeros
Toronto, ON · Etobicoke, ON
- Full-time
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Vaughan, ON
- $19.25 to $21 CAD / hour
- Full-time
The CXARO contributes actively and positively to sales-merchandising culture at retail. They will lead a number of functions in the store including, but not limited to: replenishment,…
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Inside Sales Representative
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No previous sales experience is required. Training, product education, job shadowing, and ongoing coaching will be provided.
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Account Executive
STA
Toronto, ON · Greater Toronto Area, Canada
- $80,000 to $90,000 CAD / year
- Full-time
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Added 13 mins ago
IG
User Experience Researcher
Insight Global
Toronto, ON
- $50 to $56 CAD / hour
- Contract
…complex and highly strategic research initiatives that influence product, design, and broader experience strategy. The Sr. UX Researcher will partner closely with senior stakeholders across…
Added 13 mins ago
FB
Assistant Produce Manager
Farm Boy Inc.
Ottawa, ON
- $21 CAD / hour
- Full-time
Lead regular team huddles to share goals, recognize achievements, exchange product knowledge, and provide meaningful feedback to build engagement and connection.
Added 14 mins ago
CO
Senior Associate, Servicing Operations
Capital One
Toronto, ON
- Full-time
…millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond…
Added 14 mins ago
CIAM Operations Support Lead
Scotiabank
Toronto, ON
7+ years of experience as an Operations lead, SecDevOps/DevOps Lead, SRE Lead, Engineering Lead, or equivalent role within a large enterprise product or platform team.
Added 14 mins ago
TS
Account Manager
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Remote, Canada
- $75,000 to $100,000 CAD / year
- Full-time
- Remote
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Added 14 mins ago
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- Full-time
…branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada,…
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- Full-time
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T
Actuarial Analyst I - Capital
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Toronto, ON
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Lead the implementation of best practices, risk mitigation, risk controls as well as processes, policies, and procedures for the group, as well as other miscellaneous activities.
Added 29 mins ago
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The Senior Agile team lead will be accountable for the delivery and execution of business and technical features that align with the overall creditor
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- Full-time
The Agile Team Lead will be accountable for the delivery and execution of business and technical features that align with the overall creditor strategy. In this role, the successful…
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- Full-time
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Added 29 mins ago
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As Product Owner, you will represent the voice of the client in projects and be responsible for the member/client experience. You will consistently prepare a range of products and services…
Added 29 mins ago
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Financial Services Product Owner
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- Full-time
We are seeking a Financial Services Product Owner to lead initiatives that drive sustainable growth and deliver exceptional value to our customers within the Desjardins Agent Network (DAN).…
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Added 29 mins ago
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Capital One

Senior Associate, Servicing Operations

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 9, 2026

Original job description

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Senior Associate, Servicing Operations

About Capital One Canada

For 30 years, we’ve been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated.

We’re driven by what’s possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking.

We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you’ll take full accountability for your path, upskilling through hands-on experience and mentorship, to turn your curiosity into a career built on your own terms.

Are you ready to redefine what’s next?

Our Capital One Team

As a Senior Associate within the Operations team, you will work with extended teams across our Servicing network to deliver consistent, exceptional customer outcomes.

About the Role

If you thrive in understanding how things work, making them better and solving complex problems by focusing first and foremost on the customer, then this role is for you! Your work will directly help ensure we are keeping our promises to customers, meeting our regulatory commitments and helping us capitalize on efficiencies while constantly striving to improve our Customer Experience.

Your Responsibilities:

Take full accountability for key operational portfolios, navigating ambiguity and "white space" to build, scale, and optimize operations.
Manage Business Process Outsourcing (BPO) partners and scale agent operations across multiple sites, languages, and/or time zones. Own the operational relationships within our BPO network to deliver consistent customer experiences and continuous improvements.
Partner closely with Workforce Management to anticipate volume demands and scale resources effectively. Leverage performance history and operational metrics (occupancy, adherence, shrinkage) to guide the business toward optimal production activities.
Partner with internal teams and third-party suppliers to champion a high bar for agent performance, ensuring key metrics (CSAT, Resolution Rate) and quality benchmarks (QA, Regulatory Compliance) are consistently met.
Leverage exceptional communication and storytelling skills to influence internal stakeholders and external partners, driving consensus on business objectives and improving the end-to-end customer experience. Confidently represent the performance of and path forward for your space in daily, weekly, monthly and quarterly ceremonies.
Gather, analyze and interpret data and metrics to evaluate operational performance and effectively convey results to stakeholders. Regularly evaluate the efficiency of existing business procedures and proactively propose improvements to achieve better business outcomes and enhance customer experience.
Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
Ability to travel occasionally to domestic and international Capital One locations (approx. 1–2 times per year) to support partner alignment and operational reviews.

Basic Qualifications:

2+ years experience managing BPO or Vendor relationships in a Customer Servicing environment
At least 3 years experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively
At least 3 years of experience in a fast-paced, dynamic environment with proven ability to adapt to changing priorities, independent problem-solving, and exercising a high degree of autonomy.

Preferred Qualifications:

Experience managing projects or leading change initiatives
Experience of using Lean & Six Sigma tools & methodology
Experience working in the Financial Industry

Working at Capital One

You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.

Take ownership of your own potential: Whether you’re looking to upskill, pivot into new business areas, or master your craft, you’ll have access to tools and mentorship to reach your potential and define your career trajectory.
Find your rhythm: We believe trust fosters the flexibility and autonomy required to balance personal needs with a focus on high performance. We support a hybrid model – with 3 days in the office per week – that gives room for both collaboration and personal commitments.
Benefits built for your life: We take a holistic approach to well-being, providing support for you and those who are most important to you. This includes: full coverage for spouses, domestic partners and dependents, a one-time Work From Home allowance to build your comfortable workspace, up to $3,000 in mental health coverage and up to $5,000 in annual tuition subsidies.

You’ll find that Capital One is committed to helping you thrive and evolve every step of the way.

This posting is for an existing vacancy.

The expected annual salary range for this position is 94,800 - 108,200. This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non-discretionary depending on the plan.

We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at ARCanada@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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More about this job

Responsibilities

The Senior Associate will manage BPO partnerships and operational portfolios to ensure consistent customer outcomes and regulatory compliance. They will analyze performance metrics and collaborate with internal teams to drive process improvements and scale agent operations.

Requirements

Candidates must have at least 2 years of experience managing BPO or vendor relationships in a customer servicing environment. Additionally, at least 3 years of experience in a cross-functional, fast-paced environment is required to handle complex operational challenges.

Skills

Vendor management
BPO management
Operational optimization
Stakeholder management
Data analysis
Performance metrics
Workforce management
Change management
Problem solving
Communication
Storytelling
Customer experience
Regulatory compliance
Lean methodology
Six Sigma

Benefits

Health insurance
Mental health coverage
Tuition subsidies
Work from home allowance
Performance-based incentive compensation

Visa sponsorship

Not detected in the job text

Keywords

Servicing Operations
BPO
Vendor Management
Customer Experience
Workforce Management
Lean
Six Sigma
Financial Industry
Operational Metrics
CSAT
Regulatory Compliance
Change Management
Data Analysis
Stakeholder Management
Process Optimization
Business Process Outsourcing

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